For most estate agency branches, day-to-day communication still relies heavily on email and phone calls. But the truth is, both channels are underperforming. Emails often go unread. Calls go unanswered. And in a fast-paced market, where response speed can win or lose an instruction or offer, that’s a problem.
So it’s no surprise that many agents have turned to WhatsApp. It’s what their customers are already using. It gets faster replies. And it feels more personal.
But here’s the issue: the way WhatsApp is being used in most branches today is far from ideal.
The Current Reality in Most Branches
In a typical office of 3 to 10 staff, one of two things is happening:
- No WhatsApp at all
Communication is stuck in slow channels. Agents are chasing up cold leads. Customers are frustrated. The business is missing out. - Staff using their own phones
Agents install WhatsApp on their personal devices and start messaging vendors, applicants, tenants and landlords directly. It works in the short term, but it creates serious issues. - A branch mobile phone with WhatsApp
Some business owners think buying a dedicated “work phone” solves the problem. One phone, one WhatsApp account. Done. But it’s not that simple.
The Problems with This Approach
- No visibility
Chats are trapped on individual devices. Colleagues can’t see or follow up. Management can’t track engagement. Conversations get lost. - Compliance risk
There's no audit trail. No central access. No backups. That’s a data protection and reputational minefield waiting to happen. - Customer experience breaks down
If an agent is off sick, leaves the business, or just forgets to follow up, the customer is left hanging. There’s no continuity. - No way to scale or automate
You can’t build efficient customer journeys like lead qualification, viewing confirmations or feedback collection on a single-user WhatsApp app.
The Smarter Way Forward
If your customers are already on WhatsApp, and we know they are, you need to meet them there. But you need to do it the right way.
That means using the Official WhatsApp Business Platform, integrated into a centralised tool like msgboxx.
Stitch is a Meta Tech Partner and official UK reseller of the msgboxx platform, offering tailored WhatsApp solutions specifically for estate agencies. We help your branch unlock the full potential of WhatsApp in a compliant, scalable and integrated way.
Here’s what that unlocks:
- Branch WhatsApp Accounts so teams can respond instantly, even if the original agent isn’t available, which can be visible to all the team
- Automated lead capture from Rightmove, Zoopla, and OnTheMarket directly into WhatsApp, with an 85% engagement rate within 5 mins. Maximise every lead.
- AI Assistants to qualify enquiries, send updates, or handle FAQs instantly and at any time
- Templates for viewing confirmations, valuation follow-ups, feedback requests and more
- Full visibility for managers and business owners across all conversations
- Compliant records with exportable logs and admin controls, and CRM integration
With msgboxx, WhatsApp becomes a professional, scalable communication channel, not a workaround.
This Isn’t Just a Tool. It’s a Shift in Customer Experience.
When your team is on WhatsApp properly, the difference is immediate:
- Vendors feel supported and informed
- Buyers get fast, helpful responses
- Landlords trust that their queries are handled promptly
- Tenants have a direct, easy way to report issues or ask questions
- Staff get quicker responses – no more telephone tag, and emails lost in the abyss
And because msgboxx is built around the Official WhatsApp Business Platform, you stay fully compliant and in control, no matter how big your business grows.
